176: How One Skincare Guru Built A Thriving Business By Focusing On Her Fans

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For over 12 years, Jeana LeClerc has been operating two businesses.

She’s owned a local spa in Redding, CA and sold skin care products on ArtofSkinCare.com. Her business has grown and changed over the last decade, but her commitment to her customers has not.

In the last year and a half, her business has taken off. She has grown from a two-person team to an eight-person team and completely changed the way she operates. Jeana shut down her local spa and doubled down on her online store. After narrowing her focus her passion for the business has been completely reinvigorated.

I love a good founder story and today’s episode delivers. Jeana tells her story and shares a few of the learnings that have allowed her to get to the next level. I hope you enjoy!

Episode Highlights

  • 4:53 How Jeana went from being a stay-at-home mom to starting her own business.
  • 8:58 The most helpful thing Jeana learned at her first Intensive with Brand Growth Experts.
  • 10:20 How Google Adwords helped Jeana make a come back after leaving Amazon.
  • 12:14 Why Jeana’s motto is to “Really take care of her customers” and how a personalized customer experience helps her do it.
  • 14:39 How Jeana sets her business apart from other companies.
  • 16:16 How consultations help Jeana build personal relationships and keep customers coming back.
  • 21:02 The email strategies Jeana uses that have led to a 65% open rate and drive repeat purchases.
  • 24:00 How hiring the right people in the right roles helped take Jeana’s business to the next level.
  • 28:16 The lessons Jeana learned and how her role has changed as she’s grown her team. 
  • 28:58 The importance of recognizing what you are (and are not) good at.
  • 32:42 Changes Jeana is making in 2019 to take her website to the next level and improve customer experience.

Links and Resources

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Sponsor

Today’s episode is brought to you by the always wonderful Hotjar. Hotjar is an incredible tool that allows you to see what’s happening on your site with potential customers with recorded sessions. You get to basically go back and look at what’s happening, what people are doing, where they’re dropping off, why they’re not adding something to cart on mobile, on desktop, and you can actually understand that.

Hotjar allows you to get in-the-moment visual feedback, see how people are using your website, and uncover insights to make the right changes. Hotjar is absolutely one of my favorite tools out there and if you’ve not used it, we definitely recommend checking it out.

You can go to EcommerceInfluence.com/hotjar to learn a little bit more.

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